Customer Relations Team Lead
On-siteDubai, Dubai, United Arab Emirates
Job Summary
Trace root causes of escalations for damaged, missing, or disputed items by analyzing queue patterns and holding BPO partners accountable through daily performance cadences and weekly reviews. Decide complex cases involving compensation, liability, and fault attribution to reduce SM escalation rates and stabilize CSAT against baseline targets. Cover ED or CRT queues during peak volumes and backlog spikes while ensuring consistent decision-making across in-house and outsourced teams. Manage a queue of 22 agents and hundreds of monthly customers to drive public review improvements by fixing upstream failures rather than managing individual responses.
Required Qualifications
- 4–6 years in escalations, complaints or customer resolution
- 2+ years leading a team
- Experience managing a BPO or outsourced team
- Experience working inside a BPO or outsourced team at team lead level
- Experience deciding real compensation and liability cases
- Data fluency
- Advanced Excel or Google Sheets skills
- Comfort with ticketing platforms like Freshdesk
- Judgement to know where AI output can and cannot be trusted
- Ability to write clear decisions on case outcomes, fault attribution, and findings
Desired Qualifications
- Measurable improvement of escalation rate or CSAT across an outsourced or in-house team
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